Job description

The Opportunity
We are looking for your expertise to lead our Global Support Engineering Team!

You will have the chance to develop strategies on driving the efficiency of our global support team. In this role, you will be actively involved in advancing the processes of supporting capabilities, increasing the customer satisfaction rate, designing and automating the supporting processes, and many other exciting initiatives to ensure the success of the outstanding global team of Support Engineers based in Munich, USA, and China!

How you will make an impact

• You will taking the ownership to coach, guide, lead and develop our existing global team of generalist support engineers and senior specialist support engineers who are focusing on the hardware & software products support tickets of our global clients
• With your experienced charismatic leadership, you will be promoting a supportive and trustworthy team culture not just internally, but also to external clients
• Following the NavVis principle of empowering our clients, you will put the customers at the heart of the company and use data and analytics to bring all departments around this customer-centric vision together
• You will get to actively shape and redefine the support engineers' KPI setup, working closely with all relevant stakeholders throughout the organization to strengthen workflows, service and quality standards, metrics
• You will have the crucial responsibility to build on our existing customer support process for optimization (i.e. expanding technical documentation and enabling more self-service for Support Engineers)
• You will collaborate with the whole CXT team (including the support engineers, customer success and customer education sub-teams), Sales, Products and management teams, and drive the company success through various aspects

What will help you succeed in the role

• With your experience as a Customer Support/Customer Service functional lead, especially in the Tech industry, you will have a more efficient start within this exciting opportunity
• Your experience with various global clients, and in either leading or working with a global team, will equip you to better understand and lead the market strategy
• Your passion for enabling and supporting the clients will help you to empower your team to excel in troubleshooting, share best practices, improve automation of support processes and much more
• You have deep analytical skills and a creative approach to problem-solving
• A high level of initiative, assertiveness, and self-direction, allowing you to positively influence and collaborate with other functions in the company
• Familiarity with relevant tools including CRM, Case Management systems, and MS Office applications (MS Excel, Pivot Tables, Power Pivot or Power BI)
• Project management skills that will allow you to drive the internal initiatives within and outside of the company
• Very good verbal and written communication skills in English language; German is a plus

How we will know if we are a perfect match
Your recruiting partner for this role is Kim Li. You can expect to go through a screening call, and up to 6 rounds of interviews, where we would love to discover your passion and interests, introduce you to who we are and what drives us, and finally understand how we can potentially add value to each other's growth.

How we will keep you smiling

• It's important to take a break from work! We offer 30 days of paid time off per year
• We offer flexible working hours and a hybrid work setup, enabling you to plan your work around your life, and not your life around work!
• We offer support on visa and relocation for international candidates
• A competitive compensation package that values the skills and experience you bring
• Up to 4000 EUR employee referral bonus
• German language classes to help you in your journey of integrating into the German culture!

About us

NavVis is a technologically-focused, global leader in reality capture and digital factory solutions. Prominent manufacturers and laser scanning professionals from across the world trust our ground-breaking technology, which is designed to capture and share the built environment as photorealistic digital twins.
More than 300 people from over 70 countries and offices spread around the globe make us a truly international and diverse place to work. With the innovation of startups and the stability of large enterprises at our core, we combine the best of both worlds.
You will be part of an open culture that encourages the sharing of ideas and thrives on mutual trust, respect, and transparency. We love giving and receiving honest feedback that will empower us to continuously improve and grow in the right direction.
Do you share our passion for our disruptive technology and want to be a part of our dynamic growth journey? You will get to own projects, implement innovative solutions, and be recognized for your successes!
How you will grow with us

• Flat hierarchy with an open feedback culture, including 360° developmental feedback aimed at holistic professional development
• Access to a learning & developmental platform with trainings tailored to your needs on a broad range of topics
• With a keen desire to invest in your personal growth, we offer clear career development paths and internal mobility opportunities

We derive our strength from our diversity.
NavVis’ unwavering commitment to fostering an inclusive and diverse workplace has laid the foundation for our incredible growth. We thrive on the collective strength of our people who come from diverse backgrounds. We respect and value every experience associated with race, gender identity, sexual orientation, nationality, religion and disability. We do not discriminate on the basis of any of these, or other identities, and strongly encourage everyone to apply.
Together with you, we build NavVis!
If you need assistance at any stage of the recruiting process due to a disability, please reach out to your recruiting partner(s) for this position.

Job Types: Full-time, Part-time, Permanent

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